Delivery & Returns
How much is shipping?
NoWhey offers free shipping via NZ Couriers for all orders $100 and over within New Zealand. For orders under $100 a flat rate of $3.99 is charged. We will forward you your unique tracking number once your order has been processed so you can track your order every step of the way. Items can be tracked via https://nzcouriers.co.nz/ or through https://nzcouriers.co.nz/track. For tracking queries please email [email protected] or check your tracking information.
We recommend double-checking your address details before you press confirm. In the odd case that you put the wrong address in your shipment information then please contact us as soon as possible, as we may be able to resolve it. If the order has already been picked up by the courier then the address may not be able to be changed. Shipment instructions can be added via https://nzcouriers.co.nz/track
Do you ship internationally?
We currently only ship within New Zealand.
How long does delivery take?
Orders will generally be sent out on the same day if the order is made before 3pm Monday-Friday, however during high sale volumes, dispatch can take up to 48 hours.
New Zealand shipping estimates:
- Auckland and surrounds: Overnight
- North Island: Overnight
- South Island: 2-3 working days
Please note that delivery to rural addresses may take an extra 1-3 working days.
PO Boxes and Parcel Pods
We reserve the right to reject any order addressed to a PO Box or Parcel Pod.
Signature required/authority to leave:
To protect your order we recommend selecting a signature requirement at the checkout. Please note, there is no additional charge for adding signature required to your order. If you are not going to be home at the time of delivery, we recommend getting it sent to your workplace.
If you would like the package to be left, select no signature requirement at checkout and your order will be left on your doorstep or where the courier sees appropriate. If you select no signature requirement then you accept all responsibility if your order is stolen after delivery.
Please note that if you have an authority to leave registered against your property then the signature requirement will be overridden so your order will be left in the authorised location.
Missing delivery
If your tracking number shows your parcel has been delivered but you never received the item and you wish to contest the delivery, then please contact us within 7 working days, or you can contact the courier directly. While we will do everything that we can to investigate what has happened with your order, we cannot send a replacement if the investigation shows that the delivery was completed correctly. We typically hope to hear back from the courier regarding an investigation within 1-2 working days, however we cannot provide an exact time estimation.
Disclaimer
Please note that items listed on our websites are invitations to treat. NoWhey reserves the right to cancel any order for any reason at any point. All money will be refunded if the order is cancelled.
Return Policy
In the event that you would like to return your purchase, we operate with the following policy.
7-day return policy
If you change your mind after your order has been shipped, you can request to return your products within 7 days of receiving them. To be eligible for return, the product(s) must be UNOPENED, unused, and in their original condition.
Please contact us at [email protected] if you wish to start the online return process. Return shipping costs for non-faulty items are to be covered by the customer.
Unfortunately, we are unable to accept a return or provide a refund for any product that has been opened and/or used unless it is faulty.
Damaged or incorrect products
If you receive faulty or damaged goods, please let us know. Send a photo of your damaged product including the batch number and expiry date within 7 days of receiving your items to [email protected]. If you receieve a product that was different than what you ordered, please also let us know within 7 days. We will send you a return shipping label, and once your goods have been received will send out the correct product as soon as we can. Return shipping costs for incorrect or faulty items are covered by NoWhey.
Refunds
If a refund has been requested and accepted, we’ll let you know that your refund has been approved. You will automatically be refunded on your original payment method. Please allow sufficient time for the refund to be processed by your bank or other payment provider.